RETURNS AND EXCHANGES

WHAT IS YOUR RETURNS POLICY?

We try to provide you with as much information as possible so that you will be delighted with your purchase. If the sizing isn't quite right and you would like to exchange your item for another size then please get in touch with our customer service team. 

Please note that all sales are final unless the goods purchased are faulty or damaged in transit. We do not accept returned goods for a refund for change of mind. Due to hygiene reasons, we are unable to accept returns of Hungarian Goose Down and Feather pillows or duvet inners.

Our returns policy does not affect your legal right to cancel (see below) or your legal rights in relation to faulty or mis-described products.

Unless your order is cancelled, we are not able to refund any delivery charges.

As per New Zealand’s Consumer Guarantees Act 1993, you will be entitled to the repair, replacement and (if item cannot be repaired or replaced) a refund. Contact must be made within a reasonable time frame of 21 days after purchase date. All sale and reduced items purchased cannot be returned or exchanged.

 

HOW DO I RETURN SOMETHING?

Unfortunately, we are not allowed to accept returns to our stores, unless the purchase has been made there.

Firstly, get in touch with our friendly customer services team on 04 801 7251 or via email to discuss how best to proceed. The items must be in new condition with all packaging and labels still attached. If the item is not in a saleable condition it will not be accepted. You can then send your return by post or tracked courier, keep all tracking information. Please always include your delivery note in case we need to contact you further about the return.

If you no longer have your delivery note, please include a note with your name, address, email address, daytime telephone number, order number (if possible) and reason for returning.

Make sure your items are securely wrapped and send your return to:

Baksana Returns
Lord of the Isles
39-41 Hania Street
Mt Victoria
Wellington 6011
New Zealand

 

Returns are sent at your own cost, and we strongly recommend you obtain a receipt and/or tracking number from the Post Shop/Courier as we are responsible for your parcel only once it has been received into our warehouse. Items lost in transit cannot be treated as returned.

 

HOW LONG WILL IT TAKE TO DEAL WITH MY RETURN UNDER YOUR RETURNS POLICY?

Once your parcel has been received by our team it can take up to 5 working days to fulfill your request.

When we have dealt with your parcel we will confirm this to you by email. We do not accept returned goods for a refund for change of mind, a store credit or option of exchange will be offered. In a case where the item is faulty and we do issue a refund, please remember that it can take three to four days after we have processed a refund payment for it to appear on your credit card statement.

If, after sending your return to us, you have not received our email confirmation within 10 days, please contact us on 04 801 7251 (Monday - Friday 9.00am to 3.00pm) so we can investigate.

 

WHAT IF THE ITEM IS FAULTY?

We are always very disappointed on the rare occasions our customers receive a faulty item. If you have identified the fault within 30 days of purchase, then you can return the item under our normal return procedure as per New Zealand’s Consumer Guarantees Act 1993. We will ask you to return a faulty item, and issue an exchange for the same item where possible. 

Please take extra care to read our Product Care Information page or any specific care instructions provided with your purchase.

Please provide proof of purchase when returning an item. If you are unable to provide proof of purchase, an exchange or gift voucher to the value of the lowest-selling price for the returned goods will be offered.

 

CAN I RETURN AN ITEM TO STORE?

Unfortunately we cannot accept return to our store unless this is where you purchased from. 

 

CAN I RETURN AN ITEM I BOUGHT IN STORE BY POST?

Firstly, get in touch with our friendly customer services team on 04 801 7251 or email online@baksana.co.nz to discuss how best to proceed. You can then send your return by post or tracked courier, keep all tracking information. Please enclose your original receipt and a note with your name, address, a daytime telephone number, email address and reason for return.

 

CAN I RETURN AN ITEM I RECEIVED AS A GIFT?

An item that was received as a gift can be returned for an exchange or gift voucher. Please get in touch with our friendly customer services team on 04 801 7251 or email online@baksana.co.nz to discuss how best to proceed. This does not affect the purchaser's legal rights.

 

I RECEIVED THE INCORRECT ITEM, WHAT DO I DO?

Unfortunately our dispatch team can make an error. We are happy to correct this at no further cost to you so please get in touch with our friendly customer services team on 04 801 7251 or email online@baksana.co.nz to discuss how best to proceed.

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